FAQ

All information on the current situation is available here.

In view of current circumstances, we would like to fully assume our responsibility toward our employees and our customers. In order to stop the spread of the Corona Virus, our IQOS Stores in Germany will be closed until further notice.

In doing so, we are also complying with a publicly-announced agreement made between the Federal Government and the German States to protect the population. For the time being, all stores are to remain closed if they do not comprise part of essential services.

Our online Shop will continue to be open for you. If you have any questions regarding our products (operation, replacement devices, cleaning, etc.), we are at your service via our IQOS CARE Hotline 0800-1114 767, via Live Chat, and via the online troubleshooting tool. Be assured that the entire IQOS Team is doing everything within their means to continue offering you the best service possible.

You’ll find further info here.

IQOS is an innovative product that heats, instead of burning, a specially designed tobacco stick using a heating blade within a precisely controlled temperature range. This creates an aerosol (tobacco vapour) with tobacco taste but with no fire or ash. IQOS is an alternative for adult smokers who enjoy a true tobacco taste but want to avoid the unpleasant parts of cigarettes, like ash or smoke. This product is not for people who have stopped smoking or have never smoked. IQOS and HEETS tobacco sticks are not intended for minors. You can find more information under "Important information".

No. With electronic cigarettes, a fluid that contains nicotine is vapourised; tobacco sticks, on the other hand, contain true tobacco that is heated.

No. IQOS is not to be used to reduce tobacco use and will not help you to stop smoking. If you are concerned about the effects of smoking on your health, it is best if you do not consume any tobacco at all.

The IQOS holder and the IQOS pocket charger are safe electronic devices when they are used according to the instructions in the guide. More information can be found in the instructions manual. Both devices comply with EU requirements on the safety of electronic consumer and household electronics, as the "CE" mark on the packaging shows.

If your IQOS doesn't work, you can now use our online diagnostic tool here . In the case of a warranty claim, we will send you a replacement device within 1-3 days. Please note that your device must be registered for a free replacement. You can also find further tips in the support section, which may help to solve your issue.
Do you need more assistance? Please contact IQOS Care by phone at 0800 - 1114 767, available free of charge daily from 9am to 9pm. You can reach us using the contact form HERE. More contact options can be found in the support section. Your nearest IQOS Store will also be happy to help.

The IQOS is an electronic device that should be treated with the same care as a smartphone, for example. Protect your IQOS from water, direct sunlight, and heat. Do not leave your IQOS in hot places, such as the interior of a car, for long periods of time since this could damage or significantly impair the battery or electronics. Make sure that the holder is completely dry before you connect it to the pocket charger again. At low temperatures, you can prevent potential malfunction by briefly warming it in your hands.

The pocket charger must be charged with the provided IQOS adapter and USB cable. We recommend not using standard USB adapters, even if they can be connected, because other chargers do not have the same power output as the IQOS adapter. The IQOS may malfunction if charged with another USB adapter. This also voids the warranty.

After approx. 20 HEETS tobacco sticks, the pocket charger will automatically start the IQOS self-cleaning process. The heating blade inside the holder is heated to dissolve the tobacco residue. However, this does not replace manual cleaning, which must be performed on a regular basis in order to ensure optimal performance and uniform taste. After the self-cleaning, we recommend cleaning the device manually with the provided IQOS cleaner and cleaning sticks. Afterwards, the tobacco residue should always be knocked out of the holder.

The iqos.com Online Shop is for end consumers. Accordingly, order quantity is limited to two units. However, if you’d like to order more than two IQOS kits, then please submit multiple orders.